L&D Manager

Job Description:

About Us

Foundever® is a global leader in the #CustomerExperience (#CX) industry. Create Connection. Value Conversation.

Job Title: Training Manager

Role Summary

We are seeking a strategic and visionary Training Manager to lead our Learning and Development department. The ideal candidate will move beyond delivery to oversee the entire L&D lifecycle, ensuring that training programs are not only passion-driven but also aligned with organizational business goals and client-specific performance standards. You will lead a team of specialists to empower employees for their next career steps while maintaining high-quality results across all learning interventions.

Key Responsibilities

Strategic Planning: Build the annual training roadmap and oversee the preparation of comprehensive teaching plans across multiple accounts or departments.

Team Leadership: Direct and mentor L&D Specialists, overseeing their production of instructional materials, aids, and manuals while monitoring the quality of their results.

Stakeholder & Client Alignment: Ensure all training initiatives are strictly aligned with Client programs and internal company procedures, acting as the primary point of contact for client calibration.

Operational Oversight: Manage the delivery of training courses and orientation sessions, ensuring new hires are seamlessly acclimated to the business culture and requirements.

Effectiveness & ROI: Design and implement frameworks to assess training effectiveness, ensuring the incorporation of taught skills into employee work behavior and measuring the business impact.

Program Evaluation & Innovation: Periodically evaluate ongoing programs to reflect industry changes and integrate new trends and tools in employee development into the curriculum.

Compliance & Safety: Take personal responsibility for ensuring the entire training team understands and complies with company and client Health, Safety, and Security protocols.

Typical Qualifications

Education: College degree in HR Management, Organizational Psychology, or a relevant field (highly preferred).

Certificates: TTT certificate is a must.

Language Proficiency:

Advanced level of English (at least C1) both verbal and written.

Additional EU Language is a significant plus.

Experience Target:

Minimum of 3–5 years in a Learning & Development role, with at least 1–2 years in a supervisory or management capacity within the customer service or BPO industry.

Managerial Skills & Knowledge

Analytical Thinking & Pressure: Ability to analyze departmental performance metrics and maintain flexibility while working under high-pressure deadlines.

Advanced Communication: Excellent facilitation, influencing, and interpersonal skills, with the ability to interact positively and authoritatively with staff and leadership at all levels.

Leadership & Motivation: Strong ability to drive employee motivation and lead a people-oriented team culture.

Structured Management: A highly structured way of working, demonstrating reliability and the ability to perform duties with minimal supervision while managing a team.